AccountId: 011433970860
ContactId: 637474b7-7c78-4d5e-b4a6-9267562f365b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415480 ms
Total Talk Time (AGENT): 61361 ms
Total Talk Time (CUSTOMER): 118330 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/637474b7-7c78-4d5e-b4a6-9267562f365b_20250604T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I know y'all just did like that website update and everything like that. I'm just having a little bit of an issue setting up my account so that I can service our policies that we have with y'all and I was just wondering if you could help me through that and uh kind of I don't, I don't know what the issue is. I mean I've I've gone and done it as the agency or the agent or broker and then even by group because we kind of had it I guess we had it under like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, I don't know exactly how because I didn't set this up. This was set up like probably like 4 or 5 years ago, um, and I kind of just came in about 2 years onto the scene over here, but, um, I, I assumed it was under our brokerage, um, our in-house benefits, which was OS benefits I put in the tax ID and everything like that and [PII]'s information, who's my boss who's the one that set up all these policies and stuff like that and for some reason.
[CUSTOMER][NEGATIVE] It's telling me like none of the information is able to pull anything up or there's nothing on record and it's just I I don't know it's kind of concerning me because I I do have some claims to file to myself so.
[AGENT][NEUTRAL] OK. Um, do you have, what was your name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, hold on one moment. And uh let's see, what's the group number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So we have, we have like several like we have like uh 5 group numbers um I can give you one of them like our main one is the 25054.
[AGENT][NEUTRAL] Uh, let me place you on a brief hold if you don't mind real quick.
[CUSTOMER][POSITIVE] Yeah of course thanks [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Cat fucking shit.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, I'm so sorry about that. OK, I'm gonna get you over to Broker Resources. They'll be able to assist you since you have several different groups and we wanna make sure we get this set up right, OK?
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much [PII]. I really appreciate it.
[AGENT][NEUTRAL] OK, and your callback number is that that [PII]?
[CUSTOMER][NEUTRAL] Um, I can give you my direct line. That's our office line. Um, my direct line is [PII].
[AGENT][POSITIVE] OK, thank you so much. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] APL, this is [PII].
[AGENT][NEUTRAL] Hi, um, this is [PII] on the care team. I've got [PII] with [PII]'s office, and he is wanting assistance on how to set up several different accounts on the OSC.
[CUSTOMER][NEUTRAL] said that he's with [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] You there?
[CUSTOMER][NEUTRAL] OK, I was like I couldn't hear anything. He said he was with [PII].
[AGENT][NEUTRAL] [PII], the broker [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, um, and he's trying to set up an agent account or a broker account?
[AGENT][NEUTRAL] Uh, the broker account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to transfer him through?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Parents
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] I'm gonna introduce you and then I'll release the call.
[AGENT][POSITIVE] OK, [PII], I've got Tren on the line and she's gonna assist you, OK?
[CUSTOMER][POSITIVE] Perfect [PII], thank you so much for your help.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey [PII], um, you're trying to set up a.